Technical Support Representative Resume

SUMMARY

Experienced IT Professional with windows operating systems and a very strong troubleshooter of desktops and notebooks. Great understanding of hardware and software components of PC’s and can quickly diagnose the issue at hand. Strong communication skills coupled with a high level of integrity and professionalism.

PROFESSIONAL EXPERIENCE

Confidential

Technical Support Representative

Responsibilities:

Confidential

Team Lead

Responsibilities:

Lead a team of agents to provide great customer service to HP customers
Review goals and procedures to achieve a high level of customer satisfaction
Manage and monitor agent stats and numbers to maintain required quotas
Respond to external calls and emails from customers regarding technical issues
Instruct agents on HP processes and provide guidance on technical issues with notebook PCs.
Serve as a supervisory contact for HP customers when handling escalated issues
Conduct one on one coaching sessions with agents to improve agent performance
Construct presentations regarding updated HP processes and conduct developmental trainings
Monitors agent day to day operations and keep service level at a productive level
Technical mentor for front line agents supporting Windows operating systems